Service Delivery Lead

AECOM; Mountain View (CA); On-site; USD 73,000 - 183,000; Full time

Job summary

AECOM is seeking a Service Delivery Lead to oversee project performance and customer relationships at their delivery center in Fremont, CA. This role demands exceptional leadership skills, as the candidate will coach teams and ensure high service quality, while navigating multiple stakeholders' needs in an evolving environment. Strong analytical abilities are crucial for success, along with a commitment to continuous improvement and team development.

Qualifications

• Minimum of 3 years team management experience.
• Minimum of 1 year of experience in a customer support environment.

Responsibilities

• Ensure high quality of service delivery and manage customer relationships.
• Coach team leads, develop performance and career counseling.
• Manage service delivery issues proactively and ensure team motivation.

Skills

Customer Service

Analytical Skills

Coaching

Job description

The Service Delivery Lead ensures project level performance against SLAs and KPIs including metric reporting on team performance.

+ Customer service is key to achieving success, sharing that vision through targets, discussions, hands on coaching

+ Manage the customer relationship and all agents providing it to ensure high quality of service delivered with the customer, the internal leadership, and stakeholders

+ Coach, performance development, mentoring, and general career counselling for team leads

+ Ensure results with the highest possible standard of quality and delivery

+ Deliver on hiring requirements and managing attrition for the regional delivery center

+ Drive insights gathering from team members to improve quality and processes

+ Work within multiple teams across both Accenture and our client to execute and deliver

+ Develop a culture of continuous improvement across the teams in the global delivery network

+ Lead and develop global initiatives

+ Manage and eliminate service delivery issues in a timely and proactive manner

+ Manage supply and demand, service quality and processes to meet delivery expectations

+ Implement the levers to consistently achieve performance targets

Role Requirements:

+ This is an onsite in Fremont, CA

+ Must be flexible to work any shift between 5:00 am – 12:00 am PT including weekends and holidays

Basic Qualifications:

+ Minimum of 3 years team management experience

+ Minimum of 1 years of experience working in a customer support environment

Preferred Qualifications:

+ Ability to follow the strategic direction set by senior management when establishing near term goals

+ Well-developed analytical skills and the ability to provide clarity to complex issues, and synthesize large amounts of information

+ Ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impacted manner

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington as set forth below.We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here. (https://www.accenture.com/us-en/careers/local/total-rewards)

Role Location Annual Salary Range

California $73,800 to $182,600

Colorado $73,800 to $157,800

District of Columbia $78,500 to $168,000

Illinois $68,300 to $157,800

Minnesota $73,800 to $157,800

Maryland $73,800 to $157,800

New York/New Jersey $68,300 to $182,600

Washington $78,500 to $168,000

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